Last updated – 01.01.2025

Effective date – 01.01.2025

We value your feedback, whether positive or negative, and encourage you to share your thoughts with us. We conduct and publish annual patient satisfaction surveys to continually improve our services. As a clinic registered with the Care Quality Commission, which regulates health and social care in England, we adhere to strict standards.

The Complaints process

Complaints may be submitted verbally or in writing. For a formal record and prompt resolution, we encourage written submissions.

• Email: hello@
• Postal Address: 265B Alcester Road Birmingham B14 6DT
• Contact Number: To be confirmed

Please ensure that Stage 1 complaints are submitted within 6 months of the event in question.

Stage 1
Upon receiving your complaint, we will issue an acknowledgment in writing within 2 working days. A comprehensive investigation will be initiated immediately, and we aim to provide a full written response within 14 working days. In cases where further investigation is required, we will keep you informed of the progress and anticipated timeframes.

Stage 2
If the Stage 1 resolution is unsatisfactory, you may escalate the complaint for an internal independent review. This escalation must be made in writing within 6 months of the Stage 1 response. The review process will be completed within 20 working days, with a written response provided. Should there be any delays, we will provide regular updates on the status of the review.

Stage 3
If you remain dissatisfied with the Stage 2 outcome, you have the right to refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) for external review.

• ISCAS Contact Details:
  ISCAS, CEDR, 3rd Floor, 100 St. Pauls Churchyard, London, EC4M 8BU
  Phone: 020 7536 6091
• Web address: iscas.cedr.com

Escalating to ISCAS at Stage 3 is free of charge for service users. Further information regarding ISCAS’ handling of Stage 3 complaints can be found on their website.

Confidentiality and Continuous Improvement:

• Confidential Register: All complaints are recorded confidentially in accordance with regulatory requirements and are reported annually to the relevant governing bodies.
• Learning and Improvement: Anonymised complaint details are shared with our team to support a culture of learning and continuous service enhancement.

Your feedback is invaluable in helping us maintain high standards of care and service excellence.

ONEMEDICINE LTD reserves the right, at its sole discretion, to decline the registration of any patient. This decision may be made without providing a reason and is subject to compliance with applicable laws, including but not limited to non-discrimination legislation under the Equality Act 2010. The practice will ensure that any decision to decline registration is made fairly and in accordance with ethical and professional standards.